Bilingual Customer Support Representative

Purpose: Performs a variety of customer relation functions in support of Customer Service and Operations departments to ensure a cooperative and supportive relationship with retail branches alliances, third party money transmitters, agents and end users. Provides online decision making for transactions that fall under the Bank Secrecy Act, Office of Foreign Assets Control, Know Your Customer, and Special Customer 'Deny List' criteria

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Essential Functions:


Attends calls regarding product information, complaints, problems, issues, policies and procedures in support of all company services and products for customers, branches, alliances, agents and third party money transmitters.




Investigates and responds to customers on behalf of the company to resolve product or service inquiries and communicates status.




Provides basic support for company products and service promotions and may assist with general department administrative and clerical functions.




Processes Unclaimed Payment Orders notification and reports.




Collects and reconciles transactional information to ensure accuracy throughout the interchange of information between agents, third party money transmitters, and alliances.




Performs customer and account data monitoring to identify transactional activities that may be of a suspicious nature and require further investigation, and prepares appropriate reports.




Position requires the ability to work a flexible work schedule.




Performs a variety of general office, clerical and administrative duties.




Performs any and all additional tasks as assigned by company management.



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KNOWLEDGE, SKILLS AND PROBLEM SOLVING

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Knowledge of:

Strong customer service and complaint investigation and resolution techniques and skills.

Strong product and service information.

Strong administrative support and organizational skills.

Strong verbal, written and bilingual (English/Spanish) communication skills.

Strong problem identification, analytical and solution skills.

Strong knowledge of operational policies, procedures and contracts, and their application to company operations.

General office equipment including PC operation.

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Education:

High school diploma or equivalent.

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Skills demonstrated by:

Appropriate, timely and complete response to customer, branch, third party money transmitter, agent, and alliance complaints and problems.

Maintaining flexibility and demonstrating ability to proactively work with a variety of customers under a broad set of circumstances and situations.

Exhibiting exceptional interpersonal and relationship building skills.

Timely, accurate and efficient processing of company and department projects and tasks.

Attention to detail and respect for company, customer and employee proprietary, sensitive and confidential information.

Types of problems solved and decision making:

Works to proactively respond to customer/branch/partnership complaints, issues and problems.

Takes appropriate action to ensure proper compliance with established customer service procedures.

Works to proactively support company operations and department management and personnel.

Responds to internal and occasional external contacts and inquiries on behalf of company and department management.

Refers non-routine and unusual customer problems and issues to department management.